Customer Service & Sales

Customer Service & Sales Training

The Customer Service role within an organisation can be broad, however the nature of dealing with customers may necessitate handling sales.  It is crucial for any staff who deal with customer enquiries to be able to mange this efficiently and understand the necessity of core function. This will help achieve sales goals for the company and also manage other key aspects of their job, whilst positively enhancing the customer experience.

Key Learning outcomes
 (these are recommended topics and may be customised as required)

  • Business overview: Flow on effect of sales and service
  • Understanding your role and value within the organisation
  • Foundation principles of the sales (and marketing) process
  • Dealing with your target audience (B2B/B2C)
  • Customer needs analysis
  • Effective questioning techniques
  • Identifying solutions and empathising with customers
  • Handling and overcoming objections to meet customer needs
  • Features and Benefits of your products and services
  • Understanding real value of positive sales experience to your customers
  • Closing sales – when and how
  • Up-selling/Cross-selling
  • Effectively managing sales procedures

Sales training for ‘non-sales’ staff

Do you have staff that are responsible for sales, although their job title does not reflect it?

This is common in many organisations as this important role is often included with many other tasks and may not be getting the attention it deserves or the results required.  In some cases the sales process is necessary for all staff members to be active in, both directly or indirectly.

This ‘back to basics’ sales training is developed with ‘non-specified’ sales or service staff in mind as it covers the key principles and methods to improve sales processes and strategy at a level that is appropriate. We will customise this training for your specific needs and industry.

Key Learning outcomes (these are recommended topics and may be customised as required)

  • Foundation principles of the sales process
  • Why each role is important to the success of the business
  • Understanding the benefits of a positive sales experience for the customer
  • Business overview: Flow on effect of excellent service
  • Your value proposition and brand
  • Internal and external sales within your organisation
  • Dealing with your target audience (B2B/B2C)
  • How to ask the right questions to understand your customers’ needs
  • Managing sales procedures and policy
  • Realising true benefits of your products and services
  • Handling objections with ease
  • Closing sales and improving conversion rates

Other training course topics include:

  • Account Management & BDM
  • Sales management
  • Contact / Call Centre
  • Retail Sales
  • Small business & new business
  • Developing a strategic sales plan
  • Enhancing customer experience
  • Converting marketing to revenue
  • Starting a career in sales
  • Develop a marketing plan
  • Digital marketing pricinples
  • Content and Communication
  • Not for Profit sales and marketing strategy
  • Combining sales and marketing principles
  • Franchisees – Business development & sales skills

Find out more about any of these courses or combination of topics

Expertise Overview – Sales Training

  • Maximising sales conversion: We examine the ratio of enquiries and quote conversion into revenue value, to ensure that you are optimising your sales processes
  • Setting and reaching sales targets:Learn the smart way to set goals to help achieve individual, team and business objectives
  • Increasing your sales margins:Applying key principles, make sure that your pricing is strategically set and communicated
  • Developing sales strategies:Find out how to create strategic sales campaigns by thinking outside the square without costing resources
  • Building customer relationships: Customer/client relationships are the difference between building loyal, frequent and happy customers  – remember it costs more to gain than maintain
  • Expanding your sales productivity: How to get the most out of yourself, your team, your time and your money
  • Time management: What’s urgent? What’s important? We’ll help you decide and plan
  • Goal setting: Managing your business and personal goals to achieve a healthy balance
  • Understanding your Unique Sales Proposition: Why should customers choose you above your competitors?
  • The psychology of the sales process: If you understand more about this process for your range of customers, you will have a better opportunity to provide a positive customer experience
  • Why market research is important: Knowing the facts is far more important than thinking you do
  • Effective sales techniques: Find out how to stay ahead of your competitors in this changing business environment
  • Questioning methods: Learn what types of questions are useful – this will provide a better service to your customers
  • Reading body language and listening to consumer’s signals: In face to face sales situation and verbal conversations, it is useful to know when you are meeting your customer’s expectations
  • Closing the sale: Learnto close a sale successfully to provide a great customer experience
  • Establishing good business relationships: Build and maintain professional relationships that will keep business in the pipeline
  • B2B and B2C sales strategies: Do you sell directly to the consumer? Other businesses? Or both? Different buying behaviours react differently to the sales process, so make that sure you are managing all groups well
  • Up-selling and Cross-selling: Learn how to positively service your customers and make a positive difference to your bottom line
  • Presentation skills: These sales skills are crucial, from one on one sales situations through to presenting in front of an audience. We will teach you the most effective ways …. to help you through the nerves!
  • Key Performance Indicators: Set effective KPI’s to help you manage your Sales Team’s performance
  • Appointment setting: Just making an appointment can be half the battle!

Professional training delivery

Our sales training is developed by Sandra O’Neill, Director of The Marketing Division, who has been in Marketing and Sales for over 25 years. Sandra is a Certified Practising Marketer as benchmarked through the Australian Marketing Institute and is a qualified Certified Trainer and Assessor, which means that the delivery is professional and relevant. The training is hands on and interactive and it involves all participants so everyone gets the most out of it. You can rest assured that your business training and learning experience is qualified, skilled and confidential.

Ethos is on teaching the ‘why’ so participants can understand the relevance of the ‘how’.

Located in Queensland, we also have training facilities available in Brisbane, Gold Coast, Sunshine Coast, Sydney, Melbourne, Canberra, Cairns, Adelaide, Perth or New Zealand. 

Training can be delivered at your premises or at any of these modern training venues.


Training or workshop style short sessions are also available at conferences, seminars or sales meetings.

What’s included during training:

  • Full Presentation Training Notes for each participant
  • Certificate of Attendance for each participant
  • Relevant Workbooks ‘How To’ Guides

To discuss in person how we can help your business please call us on 1800 286 068 or contact us

Some of our clients include:

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